Genesys Cloud CX Professional — Question 21

Which of the following statements defines a critical question in an Evaluation Form?

Answer options

• A. Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
• B. Critical questions are questions that the agent must answer.
• C. Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
• D. If answered "No", critical questions will result in an evaluation score of zero for the interaction.

Correct answer: A

Explanation

Answer A is correct because it accurately describes critical questions as essential for interaction success and mentions the separate scoring system. Option B is incorrect as it doesn't capture the prioritization aspect. Option C misrepresents the nature of critical questions by implying a weighting system without context. Option D incorrectly states the consequence of a 'No' answer without mentioning the broader implications for evaluation.